I have lost access to my 2-Step Verification phone

If you cannot receive a 2SV verification text and do not have 2SV backup codes, check to see if you are still signed in on web browser, PS4 and PS App. If you are still signed in, you can change your registered mobile number and regain access:

*You can find the appropriate contact number by clicking here and typing ‘compromised account’ into the search bar — the ‘call us’ option will appear at the bottom of the page.

'This email address is already associated with another Sony group service'

Unfortunately, you can't sign in to other Sony group services with 2SV. This means that if you have linked your PSN Sign-in ID (Email Address) to another Sony group service, you cannot switch on 2SV for signing in to PSN. This is so we can make sure you can access all of your Sony accounts.

If you want to activate 2SV you need to unlink your accounts. Contact us to request this.

I am receiving an 'incorrect password' message

The services displayed in the table below do not support 2SV and will show a wrong password message if you sign in to them when 2SV is switched on. To use them, disable 2SV to sign in and reactivate it once you’re finished.

Google TV

MediaGo

I know my Backup Codes

If you kept a record of your backup codes when setting up 2SV, recovering your account is simple. To use a backup code, attempt to sign in normally and enter one of your backup codes instead of the verification text message code. Please note, each backup code can only be used once.

If you would like to update your 2SV mobile number after entering a backup code, first deactivate 2SV, then reactivate 2SV entering your desired mobile number.

*You can find the appropriate contact number by clicking here and typing ‘compromised account’ into the search bar — the ‘call us’ option will appear at the bottom of the page.

'This email address is already associated with another Sony group service'

Unfortunately, you can't sign-in to other Sony group services with 2SV. This means that if you have linked your PSN Sign-in ID (Email Address) to another Sony group service, you cannot switch on 2SV for signing in to PSN. This is so we can make sure you can access all of your Sony accounts.

If you want to activate 2SV you need to unlink your accounts. Contact us to request this.

I am receiving an 'incorrect password' message

The services displayed in the table below do not support 2SV and will show a wrong password message if you sign in to them when 2SV is switched on. To use them, disable 2SV to sign in and reactivate it once you’re finished.